Untangling process complexity in logistics delivery services with unpredictable service sequences: a mixed-method study of chemical tanker port calls

We explore the complexity issue relevant to a logistics service process characterized by unpredictable service stages and service sequences in the context of chemical tankers’ call in the Port of Houston. The operational dimensions of uncertainty and conflict surrounding process complexity are examined through a mixed-methods approach using both qualitative and quantitative data collected from the Port of Houston. We propose a taxonomy to classify several uncertainty and conflict factors emerged from our qualitative analysis, including structural conflict, structural uncertainty, infrastructural conflict, and infrastructural uncertainty. The case study findings are validated and triangulated by a quantitative analysis which quantifies the time and cost impacts of unproductive chemical tanker movement on port-call service performance. We contribute to the complexity theory by introducing four dimensions of process complexity to the stream of process-oriented logistics service research. These four complexity dimensions can be used by managers to untangle their process complexity. Our pseudo-service-stage based mapping technique will also be valuable for managers to visualize their service processes with unpredictable service sequences. Finally, we call for future research on synchronization across operational processes between service stages.